Little 9-year-old Heaven Dixon lives in Garland but attends a regional program for the deaf at a Dallas ISD school. Each day last school year, she rode in a yellow bus with a special attendant on board.

This year, her mother was concerned when Heaven was picked up on the first day by a stranger in an SUV and she was horrified when her daughter came home three hours after school in a taxi cab with two strange men.

“I’m like, why is she coming home in a taxi cab and there are two males?” said Tanecia Jones. “She can’t speak at all. She’s deaf and has sporadic seizures.”

Since school started on Monday, Heaven has been transported by an assortment of cabs and drivers. And her family isn’t the only one concerned. Numerous complaints were made this week by parents about a supplemental transportation system for more than 2,000 students.

DISD and some other area school districts contract with Dallas County Schools for bus service. Dallas County Schools, in turn, uses three transportation management companies to supplement its bus fleet.

Two things changed this year: Dallas County Schools increased the number of routes handled by contractors and one of the contractors is new.

“We regret the problems experienced by parents and students and are working hard with DISD and the vendors to resolve them as they arise,” Dallas County Schools said in a statement.

This year, more DISD students are being transported by contractors where small groups of students need rides to school. For example, routes were added for deaf students and for some students who attend magnet and vanguard schools.

The providers have 425 routes for 2,190 students. That’s an increase from last year’s 100 routes for 500 students, most of whom were homeless children who needed rides from shelters or were students who had opted to transfer from low-performing neighborhood schools.

Susan Falvo, chief of staff for Dallas County Schools, said Wednesday that the added routes provide better efficiency and cost savings, and a more personal experience for the students.

The contractors are supposed to use vehicles that are clearly marked for student transportation, have met vehicle safety standards and have drivers who passed background checks and received special training. Private vehicles are allowed if they meet safety standards.

But parents question whether their children are safe in the vendors’ care and say some of the vehicles aren’t clearly identified as working through Dallas County Schools. They also fear that private vehicles don’t stand out visually on the road and don’t have the safety features found on school buses, such as warning signals for other motorists.

One company in particular, American Logistics Co., which is new to the lineup this year, is being heavily criticized by parents. A call to American Logistics, which is based in Santa Ana, Calif., was not returned Wednesday.

DISD officials said that it was brought to their attention that several of the vehicles operated by American Logistics did not have placards stating the route number and destination school, which caused concern and confusion among parents and students.

American Logistics hires “third-party vendors” to help shuttle students, Falvo said. Some of the vendors are using a mix of SUVs, cars and taxi cabs to transport kids.

Falvo said the taxi cabs are being used temporarily and that will end this week. She said the vehicles have placards identifying them as operating for Dallas County Schools and work is underway to fit all the vehicles with magnetic signs. She also said that each driver has a photo ID and that contractors ensure background checks are conducted and report the information to Dallas County Schools.

Fliers explaining the transportation program were sent to parents and American Logistics also called parents, Falvo said. She believes that some of the consternation stems from the added routes and possible communication problems, based in part on parents changing numbers and not being reachable.

Dallas ISD sent out a statement regarding the transportation issue and apologized for any confusion. The district noted that state law does allow passenger cars to be used to transport students on routes having fewer than 10 kids.

DISD stated that American Logistics took various steps to prepare to transport students, including performing dry runs, providing parents with informational pamphlets and having more than 50 drivers attend a deaf education training seminar.

But for Heaven’s family, the concern intensfied on Wednesday. Her first cab ride home had a driver and a school employee. But on Wednesday, Heaven was dropped off by a lone male driver with no school employee in tow.

“No one else was in the cab with her, and she’s deaf. The only thing she can do is squeal,” said Lynn Ramsom, Heaven’s aunt. “This is unacceptable. It’s horrible.”

IN THE KNOW/DISD transportation

Dallas County Schools contracts with three transportation companies to supplement its bus fleet. Those companies can use SUVs, vans and cars to transport smaller groups of students. The following is information for parents and guardians who have concerns about the system:

Questions and concerns:

The Dallas County Schools hotline is 214-944-4511.

Dallas ISD addresses transportation concerns at 972-925-4953.

What to look for:

Each driver should have a photo ID.

Each vehicle should have a placard identifying it as operating for Dallas County Schools and the school being served.

Vehicle inspections should be current.

What is being done:

Work is underway to outfit all vehicles with magnetic signs identifying them as contracting with Dallas County Schools.

Dallas County Schools are redoubling efforts to communicate with parents.

Dallas ISD is continuing to work with Dallas County Schools to make adjustments so that all parents feel comfortable with their student’s transportation.

SOURCES: Dallas County Schools and Dallas Independent School District

Dallas County Schools contracts with three transportation companies to supplement its bus fleet. Those companies can use SUVs, vans and cars to transport smaller groups of students. The following is information for parents and guardians who have concerns about the system:

Questions and concerns:

The Dallas County Schools hotline is 214-944-4511.

Dallas ISD addresses transportation concerns at 972-925-4953.

What to look for:

Each driver should have a photo ID.

Each vehicle should have a placard identifying it as operating for Dallas County Schools and the school being served.

Vehicle inspections should be current.

What is being done:

Work is underway to outfit all vehicles with magnetic signs identifying them as contracting with Dallas County Schools.

Dallas County Schools is redoubling efforts to communicate with parents.

Dallas ISD is continuing to work with Dallas County Schools to make adjustments so that all parents feel comfortable with their student’s transportation.